Summary
Overview
Work History
Education
Skills
Timeline
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Erick Alexis Lopez Ramirez

Erick Alexis Lopez Ramirez

Fullstack Java Developer
Hermosillo

Summary

Dynamic IT Support Specialist with a proven track record at Sonda IT, delivering exceptional Tier 2 support to over 1,000 users. Expert in technical troubleshooting and analytical thinking, consistently resolving complex issues and enhancing user satisfaction. Committed to fostering effective communication and collaboration, ensuring seamless operations and timely incident resolution.

Overview

2
2
years of professional experience
2
2
Languages

Work History

IT Support Specialist

Sonda IT
02.2024 - Current
  • Provided Tier 2 technical support to over 1,000 users across multiple locations.
  • Resolved complex issues involving Active Directory (account lockouts, group policies, user provisioning).
  • Troubleshot VPN connection failures and credential sync issues with Cisco AnyConnect and GlobalProtect.
  • Performed root-cause analysis for recurring hardware/software issues.
  • Escalated unresolved incidents to Tier 3 teams and followed up to ensure resolution.
  • Managed user access rights and group memberships using ADUC.
  • Monitored ticket queue and ensured SLAs were met or exceeded consistently.

Programming Tutor

Mindhub International
08.2023 - 01.2024
  • Implemented hands-on activities in lessons to demonstrate practical applications of programming concepts, engaging students more effectively.
  • Partnered with industry professionals to bring real-world programming experiences into the classroom, providing students with valuable insights and networking opportunities.
  • Consistently updated personal knowledge of industry trends and emerging technologies, ensuring relevant instruction for students pursuing careers in the field.
  • Encouraged peer-to-peer learning among students by fostering group discussions during tutoring sessions.

Education

High School Diploma -

Instituto Tecnologico De Hermosillo
Hermosillo, Sonora, Mexico
05.2001 -

Skills

Software installation

Desktop support

Analytical thinking

Technical support

User support

Remote support

Technical troubleshooting

Call center operations

Customer service

Ticket management

Timeline

IT Support Specialist

Sonda IT
02.2024 - Current

Programming Tutor

Mindhub International
08.2023 - 01.2024

High School Diploma -

Instituto Tecnologico De Hermosillo
05.2001 -

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Erick Alexis Lopez Ramirez Fullstack Java Developer